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Carlos Mercer
Lesson Plan for the airline reservation agent.

Background
Airline Reservation Agents book passengers on scheduled airline flights. Their only contact with customers is over the phone. Airline Reservation Agents deal with passengers in person. In addition to making and confirming reservations, their responsibilities include issuing tickets, handling payments, and performing a variety of other tasks. Every agent will be given a training manual to peruse through while training is being taught. End of training every agent will be tested on material and must have a passing score of 85 or higher.

Day 1
8:00am-5:00pm. Lunch 12:00pm-1:00pm. Breaks when needed.
Reservations Agents work at large central offices. Wearing headsets and seated at computer terminals, they take incoming calls on a rotating basis from a wide geographic area. After determining where and when the customer wants to fly, agents type the required information and codes on the computer terminal keyboard. The viewing screen above the keyboard quickly indicates the space available, the flight numbers, and fares. During Day 1 training the agents will gain the product knowledge and skills needed to research, plan and book air travel. They will learn air fare terms, codes, fare construction principles and fare application rules necessary to find, interpret and apply the lowest applicable fare to the client and trade air itinerary. The agents will become proficient in the automation systems used by airlines and gain skills of interpreting fare quote displays and rule displays, pricing and ticketing.

Day 2
8:00am-5:00pm. Lunch 12:00pm-1:00pm. Breaks when needed.
As a rule, assignments are rotated, with agents either serving behind the ticket counter or at the boarding gate. At the ticket counter, agents make and confirm reservations using the same equipment and procedures as those used by Reservations Agents. In addition, they issue tickets, by computer or by hand,...
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